Receptionist - The London EDITION

POSITION SUMMARY Responsible for guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Complete all required tasks in accordance with brand standards. CRITICAL TASKS Safety and Security

Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). Maintain awareness of undesirable persons on property premises. Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Policies and Procedures

Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. Follow company and department policies and procedures. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Guest Relations

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Address guests' service needs in a professional, positive, and timely manner. Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust. Thank guests with genuine appreciation and provide a fond farewell. Assist other employees to ensure proper coverage and prompt guest service. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

Speak to guests and co-workers using clear, appropriate and professional language. Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. Provide assistance to coworkers, ensuring they understand their tasks. Talk with and listen to other employees to effectively exchange information. Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Working with Others

Support all co-workers and treat them with dignity and respect. Develop and maintain positive and productive